Simplify Logo

Full-Time

Sr. Customer Support Specialist

Posted on 7/2/2024

Matterport

Matterport

501-1,000 employees

Creates immersive digital twins of buildings

Data & Analytics
Real Estate

Compensation Overview

$40k - $62kAnnually

+ Bonus + Equity

Mid

Remote in USA

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
Requirements
  • Minimum of 2 years of relevant experience in customer service, preferably in Real Estate or Technology company
  • Excellent critical thinking, problem solving, and organizational skills
  • Great people skills and ability to communicate (constructive) feedback
  • Problem-solving capabilities to create meaningful strategies to improve support quality
  • Experience with high priority clients, compliance, product support, billing/payments, and other relevant operational domains
  • Fantastic communication skills in order to operate across multiple departments and stakeholders, including working across time zones
Responsibilities
  • Answer customer support inquiries accurately and professionally through inbound phone calls, chat sessions, SMS, and emails
  • Place new orders via the online order system and inbound phone calls, ensuring all details are correctly entered and processed efficiently
  • Serve as the first level of issue resolution, addressing and resolving customer concerns promptly and effectively
  • Maintain comprehensive knowledge of products, services, and promotions to provide informed assistance to clients
  • Escalate complex issues to the appropriate departments when necessary, ensuring timely follow-up and resolution
  • Document all client interactions and transactions thoroughly in the CRM system for accurate record-keeping and analysis
  • Assist clients with order tracking, cancellations, refunds, credits etc., providing clear instructions and support throughout the process
  • Collaborate with team members and other departments to continuously improve the customer service experience and resolve recurring issues
  • Monitor and manage multiple communication channels simultaneously to ensure prompt response times and client satisfaction
  • Provide feedback and suggestions to management on ways to improve processes, increase efficiency, and enhance the client experience

Matterport offers a spatial computing platform that creates immersive digital twins of buildings, utilizing technologies such as AWS TwinMaker, BIM, and Matterport Capture Services to enhance collaboration and efficiency across diverse industries.

Company Stage

IPO

Total Funding

$699M

Headquarters

Sunnyvale, California

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-11%

2 year growth

-16%

Benefits

Comprehensive health plans

Flexible time off

Summer Fridays

401k

Stock options

Continuing education & commuter benefits